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Exam Content
The examination consists of 65 Questions. Candidates should attempt maximum correct answers for a better score.
Formats of Question
- Multiple Response Multiple-choice questions: Two or More Correct response from the given options best suits the statement or answers the question.
- Single Response Multiple-choice questions: Only One correct response from the given options best suits the statement or answers the question.
Exam Duration
Candidates will have 90 minutes for attempting 65 questions. So, it becomes important for the candidates to time-box the exam and restrict spending too much time on one question or one topic.
Exam Results
The ServiceNow CIS-ITSM certification is a pass or fail exam. The examination is scored against a minimum standard established by ServiceNow who are guided by the certification industry best practices and guidelines. On successful submission of the certification examination, result in the form of Pass or Fail result is immediately calculated and displayed to the candidate. No further details will be provided to the candidate.
ServiceNow CIS-ITSM日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Change Management | 20% | - Change scheduling, risk assessment, and implementation - Change models, approval workflows, and policies - Change types: Standard, Normal, Emergency - Change success measurement and reporting |
| Incident Management | 30% | - Incident lifecycle and process flow - Configuration of incident properties, fields, and states - Integration with CMDB and other ITSM modules - Assignment rules, escalation, and notifications |
| Integrations & Advanced Features | 10% | - Service Operations Workspace configuration - Service Portfolio Management - Platform features: Workflows, Notifications, Reporting - Integration between ITSM applications |
| Problem Management | 20% | - Root cause analysis and documentation - Problem lifecycle, identification, and investigation - Known error and workaround management - Problem resolution and closure processes |
| Configuration Management Database (CMDB) | 5% | - CI identification, reconciliation, and normalization - CMDB data model, classes, and relationships - CMDB integration with ITSM processes |
| Request Fulfillment & Service Catalog | 15% | - Catalog variables, order guides, and workflows - Request lifecycle, approval, and fulfillment processes - Service catalog design, items, and categories - Service level agreements for requests |
